New Posting - Swoop

Central Support Agent-Part TimeSwoop - Calgary, AB

Part-time

Life at Swoop. When you work for Swoop, you’re a part of an entrepreneurial startup where nimble, bold, collaborative and digitally-focused are just a few of the words we use to summarize how we roll. Swoop is a wholly owned subsidiary of the WestJet Group (TSX: WJA) but make no mistake, we march to the beat of our own drum. At Swoop, our day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big picture strategy of the group. Posting Close Date: 05/07/2018 (Please note the posting will close at 11:59pm) Description: Showcase innovative problem solving and overall mastery of Swoop’s tools and resources. Effectively research and guide Swoop Airports agents through decision making Facilitate solutions that Airports Agents are unable to complete in the reservation system Provide technical and troubleshooting support to internal teams including Airports, Contact Centre and OCC Provide Airports with identification and entrance requirement support for trans-border and International flights & additional consultation on exceptions to Timatic Monitor, identify and respond to all irregular operations (IROPs) that impact Traveler experience In conjunction with other stakeholders including Airports and OCC, develop and implement Traveller re-accommodation plans during IROPs, to preserve the Swoop Traveler experience and operational performance Coordinate IROP Traveller services such as meal vouchers, hotel, and ground transportation Identify root cause to trends/issues and communicate recommendations for changes and enhancements Create, prepare, and edit formal written responses to Traveller feedback presented to Swoop via social media channels and e-mail Call out to Travellers with special needs or those requiring special assistance Notify Travellers of any delay and cancellation information Triage/resolve baggage issues/inquiries from travelers and coordinate escalation as required Ad hoc duties as assigned to support our evolving business. An ideal applicant will possess these essential skills and qualifications: Strong attention to detail and exceptional verbal and written communication skills Ability to work with minimal supervision An eagerness to learn and help others grow Strong decision making and analytical skills with proven experience managing conflict with internal and external customers Ability to work in a fast-paced ever-changing environment Demonstrated ability to provide exceptional Traveller experience Demonstrated ability to multitask and solve complex operational and Traveller service problems under pressure Demonstrated ability to be effective when working independently and in a team environment Intermediate Navitaire New Skies experience an asset Intermediate skill level with Microsoft Office applications Experience with Sabre Movement Control is an asset Previous experience in a contact centre or support desk environment an asset Previous experience with an airline is an asset Ability to work shift work, including overnights, to support a 24/7 operation is essential What about the Benjamin’s? At Swoop, we’re committed to offering a fair and competitive total compensation package that starts with a solid base salary, and complemented by perks like performance based profit sharing, a company-matched share purchase plan, flexible group benefits and of course, flight privileges. We celebrate differences and diversity. Swoop is an equal-opportunity employer, and our workplace culture is one where diversity and differences are embraced, appreciated and celebrated. We do not discriminate based upon race, religion, colour, national or ethnic origin, sex, sexual orientation, gender, gender identity, gender expressions, transgender status, marital or family status, disability, age or convictions for which a pardon has been granted. For further information, or to apply, please click here